Add end-user as CC via Trigger or Automation

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address. This would allow the organization's primary contact stay in the loop about what their employees have requested.

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

We currently don't have any sharing options for organisations or people, they vanished about a month ago after we imported from csv. Coincidence? It wasn't a priority then and I clean forgot about it, so I'll log a call to get that sorted.

@Jake - You may want to mention this is not available yet for the new Help Center. There is not such thing as of yet called "Organization Requests" in the new Help Center. Just a note as Adam may be on Help Center as I thought he mentioned they just went live on another thread.

This feature would be great to have, and soon. I have customers that are requesting specific individuals be cc'd on tickets and right now I don't have a way to do that automatically. I have to hope my agents remember to manually add the cc.

+1 for this. could this not be used in the same way as you suggest other discussions topics? You start typing the name, email or organisation and it list all the relevant users with either than name, that email or from that organisation?

Like most everyone else, we've been waiting for quite a while on the ability to CC end-users by trigger. Our use case being essentially identical to that of the OP. Setting up an email target to the intended customer end-user is simply not a valid method in my opinion. The extra headache of handling it defeats all advantage.

I escalated this (again) through my Zendesk account manager last week because this reached a critical point for me. I strongly suggest that anyone interested this track down your account manager and apply some pressure.

Maybe it would be easier to set up automatic CCs if the option was in the organization area. Kinda like "every user has access to org's tickets" ANd add "every user gets notified of ticket updates by email". This would help us lots!

Almost 5 years we are waiting to simple feature. Now, I am offering Zendesk deployment of this feature pro bono. Anybody? Why it's so difficult to implement something so simple in organization that have developers, project managers, all resources and millions of $$$? You are creating software for customer support and you don't listen your customers...

We would really like to see this to. We use Zendesk to field requests from our own clients, many of whom have project owners that would like to be included on every communication from their co-workers. The ability to create an organization and have particular users auto CC'd would really help both us and our own clients by ensuring that the right people are aware of all communications.

NOT having this ability has led to duplication of work, and prevented the ability for a person with vital information to become aware and chime in.

We too would appreciate the functionality to configure an automation to add the 'end user' to the CC field should they differ to the requester. This is required as our customers have multiple engineers working on issues and will not receive email notifications should our support team respond to their updates.

Can ZenDesk provide an ETA as this seems to have been requested by numerous people over a long period of time on this thread?